Galactic Wins Casino - Withdrawal of player's winnings has been delayed.

I played with thier free spins and my wager was 40 thousand and I finished it,and I won myself 6800,and made a withdrawal on the 6th of December 2023,and I kept checking and checking with them,until today I checked and saw that my 6800 withdrawal is canceled and they made a new one of 1500,so I don't understand why I'm not getting the rest of the money I won

Dear 0788444659,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Hi Cristina,they paid me 1500 only,where is the rest?because I won 6800.Thats not fair what they are doing,they are robbing us. I just want the rest of my money,I wagered their amount and finished the whole 40 thousand,now when I have to get my money there are stories,I only get 1500 instead of 6800.

Thank you for your reply, 0788444659. Do I understand correctly that the rest of your winnings have been confiscated?

I would like to emphasize that the vast majority of free bonuses have a maximum cashout limit. I checked the Bonus T&Cs and I found this:

Unless otherwise stated, our bonuses and promotions include maximum payout conditions. Where such a maximum payout applies, we will apply the maximum at the time of processing your withdrawal request. Any additional funds will be voided. You may check the maximum payout amounts on the Withdrawal Limits page.

Sadly, there is not much I can do to support your case at this time, especially when the casino shares all the relevant information on the website. Casinos try to design their bonuses to be as attractive as possible, and setting a maximum cashout limit for bonus winnings is very common.

Please, do not hesitate to let me know if there is anything else I could help you with, otherwise, I will be forced to close this complaint.

Thank you very much in advance for your understanding.

Dear 0788444659,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.